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4/28/2014 » 5/2/2014
Patient Experience (PX) Week

4/28/2014
The State of Patient Experience and Five Strategies for Success

5/1/2014
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Defining Patient Experience
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PX Defined:

Defining Patient Experience - The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.

- The Beryl Institute


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To develop the Institute's definition of patient experience, we formed a work group of patient experience leaders from a cross-section of healthcare organizations. The group shared perspectives, insights and backgrounds on what patient experience means to them and collaboratively created this definition. We believe it provides a terrific starting point for the conversation around this important issue.

Critical to the understanding and application of this definition is a broader explanation of its key elements:

InteractionsCulturePerceptionsContinuum of Care
The orchestrated touch-points of people, processes, policies, communications, actions, and environmentThe vision, values, people (at all levels and in all parts of the organization) and communityWhat is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc. Before, during and after the delivery of care

Industry leaders are applying this definition:

"Our adoption of the definition has provided significant breakthroughs in all of our patient experience initiatives. It provides a solid foundation as PX is woven into the fabric of our culture."

Nicole L. Bailey
Director, Patient & Guest Experience
Laurel Regional Hospital

"I plan to incorporate the definition in all patient experience initiatives. From reorganizing and restructuring New Employee Orientation to education updates for all current employees, the ideals in the definition will support the basis for development."

Juan Luna
Patient Experience Coordinator
Medical Center of Arlington, HCA
"The definition will allow me as a driver in improving the patient experience at our organization to include those key elements (interactions, current culture, perceptions, across the continuum of care) in our discussions to encourage a more integrated, quality experience that exceeds the expectations of each patient."

Paul Clarke
Patient Experience Coordinator
NCH Healthcare System

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